I have the Helpdesk settings done so a user's comments after a ticket closes does not reopen it, but If I reply to that comment, the ticket is then reopened.

I have Spiceworks configured to send the assigned admins any updates on tickets so we can catch and reopen if a user waits a week to tell us that the problem wasn't fully resolved. I encourage staff to send all requests and updates to the helpdesk so work is queued and not overlooked.

Scenario:
(ticket opened)
(work done, response sent, ticket closed)
user: "Thank you" (no change in status)
me: "You are welcome. Please us know if you have any more problems with this." (ticket reopened for me to then question if the problem came back, and user to wonder why we reopened the ticket/are we coming back.)

3 Replies

I think Spiceworks is like that by design...If an admin, helpdesk admin, or tech emails to a closed ticket, it gets reopened, assuming that the problem came back...I don't believe there is a setting to stop that. Simple solution is stop being polite lol

I believe LoganTSTS is correct. A comment from the Admin will reopen the ticket; and this is by design.

However, since the message you're typically adding is an acknowledgment of gratitude and/or a perfunctory note about communicating any further problems, perhaps you could simply add that bit near the end of the comment before closing the ticket. I do something similar when noting the resolution and closing the ticket. Looks nice and helps relate the Help Desk's commitment to customer service . . . or at least keeps people from harboring little issues and then laying them all on me at once.